Director of Customer Support

| Austin
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SpyCloud is laser focused on preventing online fraud with our proactive solutions, which protect billions of employee and consumer accounts worldwide from account takeover.

We’re the trusted account takeover fraud prevention partner for B2B organizations and consumer brands, including 4 of the Fortune 10, and power fraud investigations for law enforcement agencies around the globe. Our solutions are backed by the most comprehensive and actionable repository of compromised credentials and PII recovered from third-party breaches, with over 100B assets and counting, including more than 21B passwords.

Our Mission

Our mission is to significantly disrupt the cybercriminal economy to eliminate the loss of money, time, and reputation due to online fraud – and ultimately to make the internet a safer place for individuals and businesses.

The Director, Customer Support has a central focus of always delivering world class support by providing a timely and satisfactory resolution to SpyCloud’s customers.  Accountable for vision and build out of a growing team, including setting and holding quality support standards, providing thought and team leadership and delivering the highest levels of customer satisfaction.  This is a player-coach role where you will not only have management responsibilities, but also be a hands-on part of the support team.  Must be an expert on the products your team is supporting along with the ability to deliver and drive value with our customer relationships.

Primary Responsibilities:

  • Lead, build and develop strategies for SpyCloud’s 24x7 Support team
  • Support our growth and initiatives through world-class customer experience driven by meeting/exceeding SLAs, customer satisfaction and scores through a data-driven approach
  • Ensure the support team resolves customer issues/questions while delivering exceptional turnaround times
  • Provide supervision on day-to-day operational and technical support and maintain positive relationships with our customers.
  • Ensure customer tickets, emails and calls get answered within the defined time-period
  • Develop key performance indictors (KPIs) to ensure the most effective and efficient customer experience and measure to understand if objectives are being accomplished
  • Report status of tickets and resolution of issues up to VP, Customer Success
  • Advise VP, Customer Success on staffing needs and strategies, including continuous improvements of our support process
  • Improve our support tooling strategy that drives customer experience and team productivity
  • Focus on lifetime value to ensure that we are building the set of services to support our customers as their needs grow
  • Work cross-functionally with customer success management and others to deliver feedback and ensure the overall experience is seamless and focused on customer needs

 

Key Qualifications and Requirements:

  • Current knowledge of industry trends in customer support including best practices and progressive, cutting edge CRM and support tools
  • Ability to identify and remove friction from the support process and the ability to develop and implement internal service tooling to automate processes
  • Expert in support operations and measuring success visa customer support metrics and KPIs
  • Experience with highly technical and demanding customers who demand exceptional enterprise performance from our products and services
  • Metrics oriented individual that can organize support and troubleshoot for all SpyCloud offerings
  • Track record of delivering continual improvements & automations against high standards of quality

Highly Desired Skills: 

  • 10+ years of Customer Support experience, with a minimum of 5 years in a support leadership position with a focus on scaling a team
  • Experience working for a Software as a Service (SaaS) company
  • Cyber security and ATO prevention experience a plus

Education:

  • BA/BS/Undergraduate
  • Zendesk experience is a plus
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • PythonLanguages
    • RustLanguages
    • jQueryLibraries
    • ReactLibraries
    • Pyramid Web FrameworkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM

Location

There are few places more Austin than South Congress Avenue. Our HQ is walking distance from local restaurants, shopping & close to downtown.

An Insider's view of SpyCloud

What’s the vibe like in the office?

It's been a joy getting to work with passionate, intelligent and creative coworkers, who also value a great sense of humor. The convenient location on S 1st, free lunches and unlimited supply of La Croix definitely adds to the awesomeness!

Melanie

Executive Assistant

How do you collaborate with other teams in the company?

There are no silos at SpyCloud. Everyone is aligned, focused on: build a great company; deliver value to customers. It emanates from shared cultural values among everyone. That makes collaboration among teams easy. Everyone rolls up their sleeves, works together regardless of team, and gets things done. We deliver results, as a team.

Ted N.

Business Development Manager

What makes someone successful on your team?

Technical challenges are plenty at SpyCloud but the key to success is working as a high functioning and cohesive team. We strive to improve together and this starts with each of us. Being driven, curious, flexible, and humble are all qualities for success at SpyCloud. Any challenge can be tackled with the right team supporting you!

Ronak

Vice President of Engineering

How would you describe the company’s work-life balance?

Our teams are highly collaborative, while respecting individuals’ personal space and the need to hunker down to get stuff done. We enjoy working in our open space, coming and going as we need to get work done when we're most productive. That flexibility gives us ample time to collaborate with coworkers while still allowing quality time with family.

Chris

Chief Strategy Officer

What are SpyCloud Perks + Benefits

SpyCloud Benefits Overview

We believe that healthy, happy employees are the most creative and productive, so if you come to work with us, expect some great perks!

Culture
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
SpyCloud is proud to offer a 401(k) with choices including managed portfolios or index funds.
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Your best inspiration may not come between 8am & 5pm (our core hours)! SpyCloud believes in allowing you to have a flexible work schedule that includes varied start times, times of day or locations!
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Free Daily Meals
Daily lunches mean we get to enjoy each other company and food from many of Austin's great eateries. Friday breakfasts add an extra burst of energy to finish work before we go into the weekend.
Stocked Kitchen
We keep our kitchen stocked with coffee and tea, delicious snacks, and an impressive array of beverages!
Some Meals Provided
Happy Hours
Parking
Our prime location offers ample onsite and nearby onstreet parking.
Pet Friendly
We love the soulful eyes and exuberant personalities of our SpyCloud canines. 3 Corgis are just the beginning of the awesomeness of SpyCloud Pets.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within

Additional Perks + Benefits

We are passionate about solving hard problems, building a company culture that promotes the best in our employees, and creating products that delight our customers.

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